We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 381082 results
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Decision Reference DRN-5473244
17 Jun 2025 EUI Limited Not upheldInsuranceDRN-5473244 The complaint Mr P complains EUI Limited trading as “Admiral” set up his motor insurance policy incorrectly as it didn’t use his correct name. He says this caused him distress and inconvenience and put him at risk of not being covered in the event of a claim. He’s also unhap... (3 pages)View decision -
Decision Reference DRN-5520627
17 Jun 2025 Zurich Insurance Company Ltd Not upheldInsuranceDRN-5520627 The complaint Mr R is unhappy that Zurich Insurance Company Ltd (“Zurich”) unfairly declined his claim for damage following a water leak. Zurich were providing a home insurance policy. What happened Mr R made a claim following damage to the downstairs of his property from a ... (3 pages)View decision -
Decision Reference DRN-5558558
17 Jun 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5558558 Complaint Mr M complains that Oodle Financial Services Limited (trading as “Oodle” Car Finance) unfairly entered into a hire-purchase agreement with him. He’s said that the monthly payments to this agreement were unaffordable. Background In February 2019, Oodle provided Mr ... (3 pages)View decision -
Decision Reference DRN-5610971
17 Jun 2025 PayPal UK Ltd UpheldBanking and PaymentsDRN-5610971 The complaint Mr P is unhappy with how PayPal UK Ltd administered a revolving credit account. What happened Around April 2023 Mr P entered into a revolving credit account ‘PayPal credit’ with PayPal. In September 2024 Mr P purchased a laptop for a cost of £1,479.98 from a c... (4 pages)View decision -
Decision Reference DRN-5528197
17 Jun 2025 INTACT INSURANCE UK LIMITED UpheldInsuranceDRN-5528197 The complaint Miss R is unhappy with what Royal & Sun Alliance Insurance Limited did after she made a claim on her legal expenses insurance policy. What happened Miss R sought assistance from her policy with a claim she wanted to bring against a solicitor who acted for h... (3 pages)View decision -
Decision Reference DRN-5491062
17 Jun 2025 Kensington Mortgage Company Limited Not upheldMortgagesDRN-5491062 The complaint Mr M is unhappy with how he’s been treated by Kensington Mortgage Company Limited. He believes Kensington overstated the balance of the mortgage when it transferred to another lender, and is unhappy with fees and charges added to the account. What happened Mr M... (4 pages)View decision -
Decision Reference DRN-5138809
17 Jun 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5138809 The complaint Miss G complains The Royal Bank of Scotland PLC (“RBS”) gave her incorrect information following regarding fraud on her account, and this has caused her distress and inconvenience. What happened The facts of this complaint are well known to both parties, so I w... (2 pages)View decision -
Decision Reference DRN-5508341
17 Jun 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5508341 The complaint Mr G complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened Mr G applied for an Aqua credit card in November 2020. In his application, Mr G said he was emplo... (3 pages)View decision -
Decision Reference DRN-5587355
17 Jun 2025 RCI Financial Services Limited Not upheldConsumer CreditDRN-5587355 Complaint Mrs P complains that RCI Financial Services Limited (trading as “Renault” Finance) unfairly entered into a hire-purchase agreement with her. She’s said that the finance that was unaffordable and this resulted in an unfair lending relationship. Background In April ... (5 pages)View decision -
Decision Reference DRN-5595141
17 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5595141 The complaint Mr K complains that Bank of Scotland plc trading as Halifax blocked his credit card whilst he was travelling abroad. What happened Mr K holds a credit card with Halifax. On 5 January 2025 Mr K used his card abroad to make two purchases but subsequent attempts t... (3 pages)View decision
